I just want to give a public service announcement to first time travelers to Cozumel - something I wish we had known before our trip.
Spend the extra money or make the extra connection to fly directly into Cozumel. Do not fly into Cancun, especially if you are traveling with older adults.
We arrived on 6/26 in Cancun and while our private transport to the ferry was pre-arranged, we still waited about 45 minutes at the airport before we finally got our van. After arriving in Playa Del Carmen, we had to literally drag our 50 lb suitcases for about 15 minutes over uneven cobblestone. I literally mean drag, as the wheels would not roll on the cobblestone. Our suitcases are all ripped at the bottom from this. We waited 1-1/2 hours (standing - nowhere to sit) in line for the ferry, all the while inhaling the rotten egg fumes from the abundant sargassum grass piled up on shore. We had to walk with our bags another 500 meters to board the ferry (in pouring rain, of course) and once aboard, there was nowhere to sit. Some in our party were able to grab a seat on the top with no cover, and were completely soaked upon arrival in Cozumel.
We had contacted Ultramar in advance about wheelchair assistance for the elderly people in our group. They told us to ask any member of their staff, but when we did, we were told none were available. We were also told the “bicycle guys” would take our luggage from the sidewalk and get ur over the cobblestone streets. Again, not a bicycle in sight.
Long post, I know, but if I can save anyone the hell we went through to get here, then it’s worth it.
We have to repeat this process on Saturday and we’re all dreading it. We looked into a puddle jumper to fly back to Cancun airport, but they don’t have any planes available.
I will say Cozumel is absolutely beautiful, but we would definitely do it different the next time.
EDIT 7/3/21: our return trip was much less traumatic. Arrived at the Cozumel ferry at 6:10am to board the 7am crossing. Line was short and there was somewhere for our older traveling companions to sit while we were waiting to board. There were only two bicycle guys waiting at the pier on the Playa side, but we were able to grab one so we didn’t have to drag our luggage. If you use their service, please tip generously - they are working very hard. Lastly, our Amstar transfer to the airport was waiting at a different location than we were dropped off upon our arrival on 6/26. This exit from 5th Avenue was literally a straight shot from the pier, up the small grade and directly onto the street. I wish we would have known this entrance/exit existed when we arrived. It would have saved us traversing the entire shopping plaza with our luggage the day of our arrival. All in all, though, I would still fly directly to CZM the next time.